Patient Experience & Resolution Liaison

The Methodist Church in Britain; Orpington; On-site; GBP 26,000 - 32,000; Full time

Job summary

The Patient Advice and Liaison Service (PALS) Coordinator role at King's College Hospital NHS Foundation Trust is a patient-facing position focused on resolving concerns and providing information. You will manage a caseload from initial contact to resolution, offering clear advice and signposting while working with clinical teams to improve patient experience.

Strong communication, problem-solving and NHS knowledge are essential, with start date on or after 1 April 2027.

Qualifications

• Significant NHS or customer-facing experience, including handling queries by phone.
• Knowledge of NHS complaints procedure and Parliamentary and Health Service Ombudsman standards.
• Experience recording information and reporting on inPhase (nice to have).

Responsibilities

• Deliver a high-quality integrated service for people who want to complain or need help, advice or resolution of concerns or enquiries.
• Act as first point of contact for patients, families, carers and members of the public.
• Manage a caseload of patient concerns from initial contact through to resolution.
• Provide advice, support and signposting.
• Work closely with clinical and managerial teams to achieve timely outcomes.
• Identify themes and learning opportunities to improve patient experience.
• Help ensure patients' voices shape and improve services.

Skills

NHS experience

Customer service

Communication

Problem solving

Education

Degree level or NVQ Level 4

A level or above

Job description

The Patient Advice and Liaison Service (PALS) Coordinator role at King's College Hospital NHS Foundation Trust is a patient-facing position focused on resolving concerns and providing information. You will manage a caseload from initial contact to resolution, offering clear advice and signposting while working with clinical teams to improve patient experience.

Strong communication, problem-solving and NHS knowledge are essential, with start date on or after 1 April 2027.